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CPE 3051 Framing Customer Perceptiosn and Expectations

CPE 3051 Framing Customer Perceptiosn and Expectations

  • Instructor: Dr. Wesley E. Donahue, PE, PMP

No organization could exist without customers or clients. Thus, it is only reasonable that you and your employees consider your customers in all that you do.

This course helps you examine your role as a leader and how that role and your behavior impacts your customers. Whether you work for an organization that makes a product, provides services, or anything in between, how you and your employees handle customers matters. At the end of this course you should be able to:

+ Relate the impact that supervisors can have on customer service.
+ Evaluate situations and factors that contribute to a customer’s perception of the organization.
+ Describe typical measures or ratings associated with customer service perceptions.
+ Develop tools and techniques that can assist staff in meeting customer needs and expectations.
+ Develop action plans for building staff skills for meeting customer expectations.